Head of Customer Success & Account Management

Position: Head of Customer Success & Account Management - USA
About Inworld Inworld is a research lab and inference provider focused on realtime AI for consumer-facing applications. We build first-party speech models, serve LLMs, and run the inference behind modular APIs designed for high-volume, realtime workloads.

Hundreds of millions of users interact with Inworld powered apps every day and we serve over 10 trillion LLM tokens per month. Our models and infrastructure support consumer applications across companions, healthcare, fitness, education, media, and more. Our work spans model research, realtime inference, large-scale serving infrastructure, and the APIs developers use to bring these capabilities into production.

We’ve raised more than $125M from Lightspeed Venture Partners, Section 32, Kleiner Perkins, Microsoft’s M12 venture fund, Founders Fund, Meta, Stanford, and others. Our technology has powered experiences from companies including NVIDIA, Microsoft Xbox, Niantic, Logitech Streamlabs, Wishroll, Little Umbrella, and Bible Chat. Inworld has also been recognized by CB Insights as one of the 100 most promising AI companies globally and named one of Linked In’s Top 10 Startups in the USA.Your

Impact We are looking for a Head of Customer Success & Account Management to build and lead our post-sales function as we scale. This is a foundational leadership role: you will own the customer lifecycle after close, from onboarding and adoption through renewals, expansion and executive relationships. The ideal candidate has carried retention and expansion targets, built a high-performing customer success and account management motion for complex enterprise customers, and is AI-native, using agents, automation and customer signals to identify risk, accelerate value realization and scale high-touch engagement without linear headcount growth.

You will be a player-coach early, directly owning strategic accounts while you build the team, operating model and playbook behind you.

Candidates are ideally based in the SF Bay Area or willing to relocate (you will be working on-site at our Mountain View office a few days a week), but remote candidates will also be considered.

Responsibilities Retention & Expansion:
Own gross and net revenue retention, renewal performance and expansion pipeline. Set targets, build the forecast, and hold the team accountable to predictable renewals and durable account growth.

Customer Outcomes:
Build a rigorous lifecycle from onboarding through adoption and value realization, including success plans, health scoring, usage milestones and executive business reviews. Ensure customers can tie our products to measurable business outcomes.

Strategic Account Management:
Personally own our highest-value and most complex accounts. Build multi-threaded relationships across technical, business and executive stakeholders, lead renewal and expansion strategy, and navigate escalations with urgency and judgment.

Post-Sales Operating Model:
Define customer segmentation, coverage, service levels and the division of responsibilities across Customer Success, Account Management, Solutions, Support and Sales. Create repeatable playbooks that scale without sacrificing customer quality.

Systems, Data & AI:
Own the post-sales stack and reporting layer, including CRM hygiene, customer health, product usage, renewal and expansion forecasting. Use AI agents and automation for account research, meeting intelligence, risk detection, next-best actions and scalable customer engagement.

Cross-Functional Leadership:
Partner closely with Sales on handoffs and account strategy, and with Product, Engineering and Support on adoption blockers, escalations and the voice of the customer. Translate recurring customer needs into clear product and operational priorities.

Pl…